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Customer satisfaction score (CSAT)

What is CSAT? 

CSAT measures the degree of satisfaction with a company's products or services, typically collected through customer surveys or feedback mechanisms. By tracking CSAT, marketers can gauge customer sentiment, identify areas for improvement, and drive customer-centric initiatives that enhance brand loyalty and advocacy.

How to calculate CSAT? 

Calculate the percentage of satisfied customers based on the responses received. This metric provides actionable insights into customer satisfaction, enabling companies to address pain points, drive product enhancements, and foster long-term customer relationships.

What is a good CSAT in SaaS? 

In SaaS, a good CSAT score typically falls within the range of 70% and above, indicating high customer satisfaction. Companies can drive customer loyalty, reduce churn, and differentiate themselves in the competitive SaaS landscape by consistently measuring and improving CSAT.

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